[Remote] Senior Director of Platform Adoption

Convoso•Woodland Hills, CA

12d•Remote

About The Position

The Senior Director of Platform Adoption is a strategic, execution-focused leadership role responsible for maximizing customer value realization across Convoso's client base. This role operates as a high-impact overlay to the Customer Success organization — working directly with top-tier accounts, at-risk clients, and internal teams to accelerate onboarding, deepen platform usage, and drive Net Revenue Retention (NRR) toward 100%. The ideal candidate combines operational rigor with hands-on client engagement, and is equally comfortable redesigning a broken process as they are sitting across the table from a VP of Operations at a top-20 account.

Requirements

8+ years of experience in Customer Success, Client Services, Account Management, or Operations leadership.
Direct experience managing operations within an outbound call center.
Deep understanding of outbound call-center operations, including day-to-day processes, challenges, KPIs, and workflows.
Demonstrated track record of owning and improving retention, NRR, or similar revenue-retention metrics.
Strong process-improvement orientation; experience redesigning onboarding, implementation, or operational workflows.
Excellent executive presence and consultative skills; comfortable advising senior stakeholders at top-tier accounts.
Experience building or improving a client/customer health-scoring framework.
Strong cross-functional collaboration skills, particularly with Customer Success, Implementation, Product, and Support teams.

Nice To Haves

Experience designing internal coaching, enablement, or “bench” talent-development programs.

Responsibilities

Serve as a senior, trusted point of contact for Convoso's highest-value accounts, providing strategic guidance on business processes and platform utilization.
Partner closely with the Customer Success leadership team to triage and support at-risk accounts, acting as a specialized overlay resource rather than a replacement for the CSM function.
Audit, redesign, and streamline the implementation and onboarding process end-to-end, in partnership with Implementation, Product, and Support teams.
Define, implement, and maintain a client health scoring framework; use it to prioritize intervention and retention efforts.
Analyze cost drivers in onboarding and launch, and champion automation or process changes to reduce them.
Design and lead an internal enablement / “bench” program to build call-center domain expertise across the organization.
Establish clear, mutually agreed success metrics with new clients during onboarding to align expectations from day one.
Report regularly on NRR, health scores, onboarding velocity, and revenue-growth progress to executive leadership.
Staying close to our front line support team and being a resource for them in all aspects of the business is another key focus for this role.
Looking at common themes in support tickets and using that as a training ground for our support team to level them up is another key expectation.
Utilizing and becoming an expert with our new chat.convoso.com tool is key to success.
Becoming an expert means using AI more and people less to solve issues, leading us to run a more efficient team.

Benefits

Competitive compensation package
Stock options
100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
Affordable Vision plan and optional FSA
PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
Your birthday off
401k program with generous company match
No cost Employee Assistance Program and Travel Assistance
Monthly Gym membership reimbursement
Monthly credits toward food & beverage
Company Outings
On and offsite team building events
Paid training for departments
Apple laptop (most roles)